Managing Quality in Health and Social Care (HSC)

Added on - 03 Dec 2019

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Managing Quality
TABLEOFCONTENTSINTRODUCTION..........................................................................................................................3TASK 1............................................................................................................................................31.1: Perspective of stakeholders in HSC regarding quality.........................................................31.2: Role of external agencies in setting standards......................................................................41.3: Impact of poor service quality on HSC stakeholders...........................................................4TASK 2...........................................................................................................................................52.1: Standards that exist in HSC for measuring quality...............................................................52.2: Different approaches to implement quality systems.............................................................62.3: Potential barrier to delivery of quality HSC services...........................................................6TASK 3A........................................................................................................................................73.1: Effectiveness of systems, policies and procedures used in a HSC setting in achievingquality in the services offered......................................................................................................73.2: Factors that influence the achievement of quality in HSC service.......................................73.3: Ways in which HSC service could be improve....................................................................8TASK 3B.........................................................................................................................................9CONCLUSION..............................................................................................................................13REFERENCES..............................................................................................................................14
INTRODUCTIONHealth and Social Care (HSC) is a sector who is responsible for providing qualityservices and care to various users. The treatment is provided by number of health careprofessionals, specialist, nurses and carers. However, the most critical aspect is to maintain thequality standards and procedures at workplace settings. There are number of bodies in UK whoprovide standards for offering quality care and management in HSC (Santiago, 2014). All thehealth care organizations make use of quality frameworks as a benchmark which supportscontinuous improvement. The report focuses on presenting different perspective of quality, itsstrategies, policies and procedures and methodologies for evaluating HSC service quality. Theanalysis has been made by using provided case studies. The scenario of South BirminghamPrimary Care Trust, Scottish Improvement Plan and NHS practices has been used for effectiveevaluation of HSC services and quality care.TASK 11.1: Perspective of stakeholders in HSC regarding qualityThe people who have direct and indirect role in the organisation are called asstakeholders. This is inclusive of patients, regulatory bodies, doctors, senior staff etc. Accordingto the given case study of PCT, the responsible members are inclusive of Care QualityCommission (CQC), those two auxiliary nurses who were involved in given case and MrsAdams who was frail and vulnerable 92-yr old service user were stakeholders. The mainobjective of PCT like other health care organisations is to provide effective care and treatment(Büyüközkan and Çifçi, 2012). This is achieved by ensuring quality work performance.However, the perspective to provide or using the quality care may differ from service user togiver. In other words, quality refers to fitness, which is meant for fulfilling certain requirements.There are different hierarchies in every firm. Every level is obliged to follow some guidelines onmeeting standards at work.For CQC, the stakeholders are trustees, care takers, nurses, local government, supportingstaff, authorities and professional doctors. For health and social care, these are having someresponsibilities and they are having the different perspectives which help in generatingawareness as well as improve the healthcare services in the hospitals. In this context, trustees areresponsible for providing the financial support to care centre. It helps in developing of new careservices and run the different functions in effective manner. Along with the trustees of CQC are3
rising the funds so that hospital will able to deliver the best treatment to the patients. On theother hand, local authorities of mentioned organization are having their own some roles andresponsibilities. They provides the sources of funds to CQC for buying the new technologies andmachines for curing of service users. Beside this, the care takers, professional doctors, nurses etcare responsible for giving the best treatment to the patients and deliver the well being to thecommunity.Regarding quality, the work of health care professionals, specialists etc. are to prepareand make themselves update with continuous update with the learning about quality. They mustbe aware about sustainable and high quality care management in the organisation (James andSavitz, 2011). As per SERVQUAL instrument, they assure reliability which is an ability to carryout the promised services accurately and dependably. There are regulatory and governing bodiesthat play role of auditing and monitoring. They work to check the achievement of work withlaws, subsequent regulations and code of conducts. As per SERVQUAL instrument, theobjective of head bodies is to provide tangible requirements such as physical instruments at carecentre, equipments and appearance of staff (Büyüközkan, Çifçi and Güleryüz, 2011). As pergiven case, CQC has warned employers at HSC employers to work for improving the standardsand quality care. The perspective of patient is to receive quality care and services. Assurance ofSERVQUAL instrument which implies ability of carer to build trust and confidence in patientsis essential.1.2: Role of external agencies in setting standardsPCT is a service provider organization who, as per case study, has failed in its duty bymaking patient to grave risk. After the incidence of Mrs. Adam's accident from large sling, underthe care of two nurses who were there for her, a risk assessment is demanded. National HealthService (NHS) in UK is responsible for maintaining the health care quality and workplacesettings. Similarly, the role of Care Quality Commission (CQC) is responsible for monitoringand regulating the care services and arrangements in the HSC service organization (Kongstvedt,2012). They look after and make sure the organizational effectiveness and efficiency inmaintaining standard for care treatment. On the other side, National institute for health andclinical excellence (NICE) provides guidance, formulate standards and manage national databasewith the intention of improving healthcare services and deliver well being to the community.4
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